Pulse May 2018 - Page 51

Defining Customer
Experience
There are dozens of explanations and
definitions of CX, and they’re all over the
place. The most succinct and simple
definition comes from global research
consultant Forrester, which defines the
customer experience as “how customers
perceive their interactions with your
company.”
This simple definition does a great job
of easily conveying the essence of this
topic. It tells us that, no matter what
companies think about how they’re doing,
the only factors that ultimately matter are
the perceptions their customers have. For
customers, p